Being available for customers

One of the biggest challenges in many organizations is that the work arrives randomly from moment to moment. That’s true in a restaurant, a retail store, a contact center, a hospital’s emergency department, and many other environments. Those delivering services don’t control customer arrival rate, or the issues they need help with. I once worked with a healthcare system that …

Continue Reading >

Calculating referred customer value

Customers who are referred to a business tend to spend more than customers who come in from marketing. As one marketing professional put it to me, “Referred customers come in hot. They trust their peers and they spend more out of the gate than do other new customers.” Good service gets referrals and those referrals are valuable. Here’s how you …

Continue Reading >